Wilbur Corncob's Blog April Archive

Why Customer Service Is Bad

04/24/09 22:54

In truth, a lot of companies would not want to hear customers complaining about their products and services, but they are forced to give that kind of customer service, or risk losing their businesses.

This podcast, "Why Customer Service Is Bad," tries to explain the behavior behind the long waiting lines and what-not. Check out the link here at USNews.com

Link: Podcast: Why Customer Service Is So Bad - Alpha Consumer (usnews.com)

Tags: podcast • customer service • bad customer service •
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Barnes and Noble to open customer service center in NJ

Barnes & Noble, Inc., the world's largest bookseller, announced that it will open a 30000 sq. ft. facility in Lyndhurst, New Jersey.

The company is proud to announce that while everyone else was outsourcing customer service work to other nations, it is still investing in the country's technology and people, which leads to more jobs for everybody. The bookseller expects to hire at least 200 customer service representatives for the site.

Link: Barnes & Noble Opens State-of-the-Art Customer Service Center in Lyndhurst, NJ - MarketWatch

Customer Service Seminar

A seminar - "Knock Your Socks Off Customers" was held in Erma Byrd Higher Education Center by the Beckley Raleigh County Chamber of Commerce to remind all people of the importance of being nice. Being a problem solver and handling irate customers was also taught to guest business owners and leaders invited in the events. Robin Asbury, an authorized job profiler and director of West Virginia Workplace Education programs was one of the guest speakers of the seminar. More on the link below.

Link: Customer Service Seminar in Raleigh County - WVNS-TV - WVNSTV.com

Comcast helps customers via Twitter

It is great to know that companies like Comcast are putting customer service as one of its top priorities by using tools that customers are likely to use, and which may help it reach out to these customers, such as Twitter.

The only problem, however, is that due to Comcast's small Twitter service team, much of the company is unaware about it. Talk about uncoordinated customer service.

Link: Comcast customer service takes to Twitter, with mixed results | The Industry Standard

Self-Service Customer Service

Companies always have the task of balancing the need of customers to gain access to post-sales support services and the cost of providing such services. These days it may sometimes seem unrealistic to spend much on customer support when the rest of the business' components are flailing.

What they have to develop now is a task-oriented self-service model where customers get to resolve most of their queries on their own.

Link: Minimize Customer Support Costs with a Task-Oriented Self-Service Approach

Verizon Community Forums

Verizon has certainly found a way to keep in touch with its customers, their complaints, and their customers. That is through the Verizon Community Forums.

In the forums, customers will be able to get in touch with Verizon customer relations officers and ask them questions, give advice, and inquire about Verizon's portfolio of products.

The forums were well-received, according to Mark Studness, director of e-commerce at Verizon. Since its launch in July 2008, the forums have generated 10 million page views.

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